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Manager Executive

Woodbury Heights, NJ
February 29, 2020

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West Deptford, NJ *8086

Cell: 215-***-****


Recognize opportunities, quickly grasp issues, and act with a sense of urgency to drive change

Systematic, diligent and disciplined Business Transformation Leader offering progressive experience championing projects utilizing best practices and a state-of-the-art toolkit. Able to see the forest and the trees while strategically managing multiple priorities. Excel at marshaling cross-functional resources and partnering with senior management to execute tactical plans that boost revenue, improve efficiencies, eliminate costs, and enhance overall customer satisfaction. Exceed expectations through attentive listening, common sense methodologies, collaborative problem-solving, and data-driven decision making.


Strategic Planning

Operational Excellence

Financial Analysis

Change Management

Process Improvement

Performance Management

Needs Assessment

Lean/Six Sigma

Risk Management



Relationship Management

Program/Project Management

Quality Assurance

Customer Service


AAA Club Alliance – Wilmington, DE

Business Process Improvement Executive (February 2019 – Present)

Create the foundational structure and business plan for the newly created National Process Improvement organization and support ACA’s key KPIs by strategically contributing to expense savings, revenue generation based on analysis from Voice of the Customer and Associate.

Established and automated the national process improvement operating processes that increased associate referrals of process opportunities and addressed inefficiencies with member experience

oContributed to improving member experience by prioritizing and executing 11 process defects. Increased revenue generation approximately 10% from efficiency gains resulting in process improvement efforts

Verizon Communications - Basking Ridge, NJ 1992 – December 2018

Business Transformation Process Engineering Leader (2015 – December 2018)

Led cross-functional teams to deliver and support high-value project portfolio. Oversaw as many as 60 capital/expense projects, and controlled $150 million financial budget. Focused on achieving various goals including: increase new/existing sales by 20%, reduce expenses through resource and process optimization by 30%, improve retail to digital sales shift and mobile app engagement, simplify E2E customer journey by 15%, and enhance customer success Key Performance Indicators (KPIs) by 25%. Partnered with major stakeholders to drive change through process improvement and education.

Deployed national retail and small business programs that increased customer usage of digital tools and addressed pain points with more efficient online ordering and mobile flows.

oShifted 55% of sales from retail to digital, generating approximately $300 million in expense savings, $200 million in new revenue, while significantly increasing customer satisfaction via Net Promoter Score (NPS).

Implemented new fraud reduction and identity theft programs and cut losses by 30% equaling $100 million.

Created programs that reduced calls into on-shore and off-shore centers by 27%, producing nearly $80 million in expense savings.


Cell: 215-***-****

Manager Executive Relations (2013 – 2015)

Directed team of 125 consultants, managed 65 corporate projects, and controlled $100 million operating expense budget.

Administered corporate oversight of executive customer complaints to identify top 10 root causes of dissatisfaction and churn. Guided company-wide process transformation based on Voice of the Customer and Voice of the Employee feedback.

Championed 150 cross-business optimization programs that increased customer satisfaction Key Performance Indicators (KPIs)/Net Promoter Score (NPS) by 30%.

Coordinated global strategy to improve and fully integrate 4 executive relations teams spread across 8 states that supported customers on multiple continents.

Reduced labor expenses domestically and internationally by approximately $100 million through realignment of department structure and optimization of resources.

Boosted company’s JD Power ranking from #4 to #2.

Won Operational Excellence Credo Award and Customer Business Intelligence Excellence Award in 2013.

Manager Federal & State Regulatory Metrics (2012 – 2013)

Oversaw 75 managers accountable for developing national risk assessment and remediation programs. Led project management function for 210 internal/external Federal and State regulatory/BBB audits/inquiries. Developed risk assessments and remediation tactics for priority issues and prepared report summary for executive team.

Identified 30 primary customer and business issues referred to external regulatory agencies and successfully executed 20 programs resolving non-conformance concerns.

Reduced risk exposure by $250 million and improved filing success by 65%.

Piloted 15 programs with Federal ARMIS agency that reduced significant administrative inefficiencies and realized $70 million in capital savings.

Manager National/Executive Operational Metrics & Data Analysis (2008 – 2012)

Led team of 80 data analysts in 15 centers domestically and internationally (India, Philippines, Mexico and Costa Rica) with financial oversight for 80 projects and $250 million operating budget. Directed project management efforts and supported operational and corporate executive leadership programs.

Successfully executed 200 expense/revenue optimization programs, generating $350 million in expense savings and increasing revenue by $200 million.

Guided restructure and consolidation of international and national reporting centers by optimizing responsibilities and resources, producing $15 million in savings.

Achieved the Central Metrics Organization Certificate of Excellence Award in 2010 and 2011.

Manager FiOS Regulatory Metrics (2005 – 2012)

Directed 35-person team in creating national reporting program for interpreting service, provisioning, and call center requirements in accordance with contractual obligations for FiOS program. Steered cross-functional team (sales, IT, marketing, legal and operations) to interpret contract requirements, and report production and quality assurance standards.

Modified and integrated IT systems from two separate company networks producing $150 million in cost savings.

Designed and instituted a national reporting and quality assurance program to support 2,400+ state and local municipalities.

Received the Central Metrics Organization Certificate of Excellence Award in 2009.


Cell: 215-***-****


Business Process Management Certification, Villanova University

Lean Six Sigma Certified Black Belt, Verizon Training and Education

Master Certificate: Six Sigma Green Belt, Villanova University

Executive Certificate: Leadership and Management, University of Notre Dame, Mendoza College of Business

Master Certificate: Applied Project Management, Villanova University

Certificate Program: Project Management, The International Institute for Learning


Master of Business Administration (Management Concentration), LaSalle University - Philadelphia, PA

Bachelor of Business Administration (Finance Major), Temple University - Philadelphia, PA

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